- Servicenow operational management main process activities: Catalog management Knowledge Management Data Management
- The Catalog Management operational activities include: Create and modify Catalog Items, Record Producers, Order Guides, Content Guides and Useful Links. Approval of New and Modification requests Troubleshoot issues related to Catalog Management Consultancy in catalog creation and modification. Work closely with stakeholders to gather requirements and implement Catalog Items. Work closely with UX Design to ensure consistency of catalog item development across the platform. Create and manage Client scripts, UI policies, User Criteria for catalog items, order guides, and content items.
- The Knowledge Management operational activities include: Publish Knowledge Based Articles (KBA) Providing training and assistance to Subject Matter Experts (SMEs) Create KM ownership groups and relate to relevant services Support the Service Desk Team in KM Translation activities Troubleshoot issues related to KM Consultancy in Knowledge Management requests, Work with stakeholders to identify, document, and publish knowledge articles that are relevant and useful to the organization's employees and customers. Manage the Knowledge Base (KB) and ensure that it is organized, accurate, and up-to-date. Create, modify, and manage knowledge articles, understand workflows, and lifecycles. Collaborate with other IT teams to ensure that knowledge articles are integrated with other systems and tools.
- The Data Management activities include: Create and modify groups, services and service offerings Chat Queue Configuration WalkUp Queue Configuration Consultancy & Support in any data management activity from our support services
- Fulfil all operational activities and requests within defined timeframes
- Collaborate with the Transition Managers and Support Processes Managers to onboard new services to GCX
- Ensure the integrity and compliance to standards of data elements and catalog guidelines in scope
- Develop ad-hoc reports to support process and data analysis
- Associate Degree + 3 years experience or MCITP/MCSA/MCTS certifications
- 5+ years of successful experience in a comparable position supporting similar products in a multinational environment, mainly in virtual setup
- Solid understanding of ITIL Incident, Problem, Request and Knowledge Management processes and a good knowledge of the other ITSM processes
- Good experience in supporting the management of business applications hosting the ITSM processes in scope
- Having a ServiceNow Admin Certification (CSA) is a great advantage.
- Flexibility to work outside of business hours if required
- Solid coordination, organizational and communication skills
ServiceNow DXP Operations Specialist - Petaling Jaya, Malaysia - Roche
2 weeks ago
Description
The Position
As a Senior Operational Excellence Specialist you will be a member of the OpEx team and have the "Knowledge Management" role assigned as primary role within the SSC.
You will provide insights into knowledge retention practices of the SSC organization through creating, updating & maintaining knowledge articles in our ticketing system. You will perform the process to monitor and keep track of maintaining an excellent knowledge base for the organisation. You will be responsible for designing and executing the effort to apply the work to other SSC teams. You will work closely with the other members of the OpEx team and contribute to end user satisfaction improvements.
In this senior position, additional roles will be assigned to ensure smooth operations and collaboration within the team. Within this role you actively contribute to the development and maintenance of the knowledge management and excellence framework for the SSC.
Your key responsibilities will be:
Who you are
You are someone with excellent knowledge management and ServiceNow skills, strong IT technical knowledge of Roche's desktop computing environment, onsite environment and all associated processes. Has the skill and ability to develop and maintain relationships across departments to keep knowledge current.
Education and Experience
Knowledge, Skills, and Abilities
● Experience in working in Scrum and Agile framework is a plus
Excellent knowledge of Service Now and knowledge management processes
● Outstanding customer service and interpersonal skills.
● Must be highly accountable and results oriented.
● Persistence, resourcefulness, drive and ability to work proactively.
● Strong decision making and problem solving skills.
● Exceptional listening and analytical skills.
● Excellent communication, both verbal and written
● Strong understanding of the English language
CERTIFICATES, LICENSES and REGISTRATIONS
● ITIL Practitioner, or ITIL Foundations certification, preferred
Roche is an equal opportunity employer